PFD report

Tamara Jade Logan · Prevention of Future Deaths report

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Issued 22 Jan 2026•Manchester South

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
2

Raised in this report

Recipients
1

Named on the report

Responses found
1

Of 1 recipient

Stated actions
17

Described in responses

Recipients and published responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Concerns raised2

  1. Failure to adapt benefits correspondence to recognised vulnerabilities
    Part of recurring concern: Failure of benefits administration to account for recognised vulnerabilities
  2. Failure of benefits assessment checking to identify errors
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.15

  1. Action

    Introduce a PIP-system prompt to consider Additional Support whenever the PIP2 timer is extended.

    Stated by Department for Work and PensionsStated in progressThe respondent said that this action was in progress when they made their response on 26 January 2026.
  2. Action

    Review the inactive Advanced Customer Support marker process and update instructions and communications as needed.

    Stated by Department for Work and PensionsStated in progressThe respondent said that this action was in progress when they made their response on 26 January 2026.
  3. Action

    Review Initial Review processes and conformity.

    Stated by Department for Work and PensionsStated plannedThe respondent said that this action was planned when they made their response on 26 January 2026.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.1

  1. Position

    Formal decision letters must continue because they are required; alternative communications can only supplement them, not replace them.

    Stated by Department for Work and PensionsUnable to actThe respondent said that a constraint prevented them from taking the relevant action.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to adapt benefits correspondence to recognised vulnerabilities

Wider context from the report

“2. It was clear from the evidence that her vulnerabilities were recognised by the Department of Work and Pensions and their paperwork was flagged to that effect. Despite that a standard letter was sent with no attempt to reduce the risk that receipt of the letter would cause. ”

Is this part of a recurring concern?

Yes — Failure of benefits administration to account for recognised vulnerabilities.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure of benefits assessment checking to identify errors

Wider context from the report

“1.It was accepted that the assessment of her entitlement to benefits had been incorrectly determined despite it having been checked before the final decision was made. The impact of that on her was very significant. The evidence before the inquest was that the person carrying out the initial assessment carried out the assessment correctly and that the checking process had not picked up on the errors. The purpose of the check was to avoid these errors being made and it was unclear why it had not picked up on the incorrect approach ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Introduce a PIP-system prompt to consider Additional Support whenever the PIP2 timer is extended.

Verbatim wording from the response

“Reinforce the importance of considering Additional Support. | Introduce a ‘pop up’ message on the PIP computer system to consider Additional Support whenever the PIP2 timer is extended. Instructions will be updated to coincide with the update. | Formal change request submitted to Digital. | Awaiting implementation date”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 8 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review the inactive Advanced Customer Support marker process and update instructions and communications as needed.

Verbatim wording from the response

“Reinforce the importance of considering inactive Advanced Customer Support markers. | Review the inactive Advanced Customer Support marker process and communicate to PIP colleagues that, even when an Advanced Customer Support concern is marked as inactive, the vulnerability identified at the time must still be considered. | At ‘Proof of Concept’ stage. | Process review and any updates to instructions scheduled for completion in Q3 2026”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 8 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review Initial Review processes and conformity.

Verbatim wording from the response

“The quality of the assessment provider report was not to the standard we would expect and the descriptor advice not fully justified. | Identify learning opportunities with the Assessment Provider and implement an action plan for improvement, with a commitment to share learning across all Assessment Providers to support system-wide learning. | The Assessment Provider has identified a set of recommendations for improvement with a corresponding action plan for implementation.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 6 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Circulate a Disability Services memorandum stressing the importance of gathering all available evidence before decisions.

Verbatim wording from the response

“The decision to reduce Ms Logan’s benefits may have been unjustified on the evidence DWP had available | Circulate a memorandum across Disability Services to focus on the importance of gathering all of the evidence available before making a decision. | Complete; resource stored centrally for accessibility. | February 2026”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 7 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Run a VOCAL event using an anonymised case to reinforce considering all evidence and gathering information to resolve inconsistencies.

Verbatim wording from the response

“Utilise existing processes to feed back learning from this case to case managers.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 9 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Introduce a mandatory notes field requiring Case Managers to explain changes to Additional Support markers.

Verbatim wording from the response

“Make it easier for Case Managers to understand why changes have been made to someone’s Additional Support marker. | Introduce a mandatory notes field on the PIP computer system when the Additional Support marker is amended to explain why the change has been made. The case manager will be unable to close the action until a note is added. | Formal change request submitted to Digital. | Awaiting implementation date”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 7 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review Advanced Customer Support and Additional Support instructions for gaps or possible misinterpretation.

Verbatim wording from the response

“Instructions on Advanced Customer Support and Additional Support concerns must be clear and robust. | Review the Advanced Customer Support and Additional Support instructions to ensure they are fit for purpose and there are no gaps or parts that could be open to misinterpretation. | Review complete. The instructions were reviewed and determined to be robust. The department then looked to see what further improvements could be made leading to:”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 7 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Introduce the Customer Support Information hub as a consolidated reference point for vulnerable-person guidance and support materials.

Verbatim wording from the response

“Instructions relating to supporting vulnerable people are held across various parts of the department’s intranet. | Introduce the Customer Support Information hub, a consolidated reference point for all relevant guidance and support materials for vulnerable people. | Complete. | March 2026”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 7 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Deliver updated clinical guidance and targeted learning to Health Professionals on probing depth and accurate descriptor rationale.

Verbatim wording from the response

“The quality of the assessment provider report was not to the standard we would expect and the descriptor advice not fully justified. | Identify learning opportunities with the Assessment Provider and implement an action plan for improvement, with a commitment to share learning across all Assessment Providers to support system-wide learning. | The Assessment Provider has identified a set of recommendations for improvement with a corresponding action plan for implementation.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 6 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Run an adverse decision-making test-and-learn exercise to improve Case Manager capability in evidence assessment.

Verbatim wording from the response

“Improve capability of case managers to assess evidence to make independent reduction or disallowance decisions where appropriate. | Adverse decision-making test and learn exercise. | At ‘Proof of Concept’ stage; a mandatory call to the person claiming the benefit at an earlier stage of the decision-making process already implemented. | Proof of Concept stage scheduled for completion in Q2 2026”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 8 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Conduct a systems-based follow-up to identify relevant contributory or system factors.

Verbatim wording from the response

“The quality of the assessment provider report was not to the standard we would expect and the descriptor advice not fully justified. | Identify learning opportunities with the Assessment Provider and implement an action plan for improvement, with a commitment to share learning across all Assessment Providers to support system-wide learning. | The Assessment Provider has identified a set of recommendations for improvement with a corresponding action plan for implementation.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 6 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Require an earlier mandatory call to benefit claimants during adverse decision-making.

Verbatim wording from the response

“Improve capability of case managers to assess evidence to make independent reduction or disallowance decisions where appropriate. | Adverse decision-making test and learn exercise. | At ‘Proof of Concept’ stage; a mandatory call to the person claiming the benefit at an earlier stage of the decision-making process already implemented. | Proof of Concept stage scheduled for completion in Q2 2026”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 8 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Run recurring Voice of the Customer Active Learning events using case studies to address consequences of unaddressed vulnerabilities.

Verbatim wording from the response

“Reinforce the importance of considering Additional Support and Advanced Customer Support. | Run Voice of the Customer: Active Learning (“VOCAL”) events utilising case studies to discuss the consequences of not addressing identified vulnerabilities. | Ongoing. | VOCAL events occur every 2 months (not all will focus on Additional Support and Advanced Customer Support)”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 8 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review the enhanced nil process to consider including benefit reductions.

Verbatim wording from the response

“Consider introducing a process to provide Advanced Customer Support where a PIP award is reduced but not stopped. | Review the enhanced to nil process to consider including award reductions. | At data gather stage to understand the volume of cases that may be affected. | Process review and implementation of any improvements scheduled for completion in Q2 2026”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 8 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide reflective learning to auditors on grading thresholds and identifying omissions requiring amendments or learning.

Verbatim wording from the response

“The quality of the assessment provider report was not to the standard we would expect and the descriptor advice not fully justified. | Identify learning opportunities with the Assessment Provider and implement an action plan for improvement, with a commitment to share learning across all Assessment Providers to support system-wide learning. | The Assessment Provider has identified a set of recommendations for improvement with a corresponding action plan for implementation.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 6 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Formal decision letters must continue because they are required; alternative communications can only supplement them, not replace them.

Verbatim wording from the response

“You referred in your concern to the fact that a “standard letter” was sent to Ms Logan. The letter was one sent whenever a DWP decision changes the amount of benefit someone receives. Such letters are system generated and so go out automatically, in one of a number of alternative formats that can be requested by someone who needs specific adjustments to help them manage their claim. They are the formal notification of the decision to the person receiving the benefit, which is required regardless of any other communication of it that may be made. They also formally notify someone of their mandatory reconsideration and appeal rights. Any other communication methods that DWP uses, or might consider using in the future, would be as well as, rather than instead of, letters like the one sent to Ms Logan.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 4 · response
Published 26 January 2026

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.2

  1. 1

    Issue Health Professional communication on channel review selection and justifications.

    Stated by Department for Work and PensionsStated plannedThe respondent said that this action was planned when they made their response on 26 January 2026.
  2. 2

    Circulate learning outcomes and reflections to DWP and other Assessment Providers.

    Stated by Department for Work and PensionsStated plannedThe respondent said that this action was planned when they made their response on 26 January 2026.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Issue Health Professional communication on channel review selection and justifications.

Verbatim wording from the response

“The quality of the assessment provider report was not to the standard we would expect and the descriptor advice not fully justified. | Identify learning opportunities with the Assessment Provider and implement an action plan for improvement, with a commitment to share learning across all Assessment Providers to support system-wide learning. | The Assessment Provider has identified a set of recommendations for improvement with a corresponding action plan for implementation.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 6 · response
Published 26 January 2026

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Circulate learning outcomes and reflections to DWP and other Assessment Providers.

Verbatim wording from the response

“The quality of the assessment provider report was not to the standard we would expect and the descriptor advice not fully justified. | Identify learning opportunities with the Assessment Provider and implement an action plan for improvement, with a commitment to share learning across all Assessment Providers to support system-wide learning. | The Assessment Provider has identified a set of recommendations for improvement with a corresponding action plan for implementation.”

Source location

2026-0035 - Response from Department for Work and Pensions
Page 6 · response
Published 26 January 2026

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Data last updated 7 September 2026